Top 10 generic sync issues across all integrations — stuck syncs, missing webhooks, attribution lag, currency, duplicates. Fixes inline.

Data and sync troubleshooting

Top 10 generic sync issues that affect any integration. For platform-specific issues see com-103 Shopify, meta-108 Meta, gog-106 Google, ttk-103 TikTok, etc.

Who is this for

Admins managing data sync across multiple integrations. The "I don't know which integration is the problem" troubleshooter.

1. Sync stuck > 15 minutes

Symptom: connector card shows Syncing badge for hours, no data appearing.

Possible causes:

• Rate limit on source platform side
• Source platform API outage
• Network issue between Wevion and source
• Webhook delivery failed; polling fallback hasn't run yet

Fix:

• Wait 1 hour (most rate-limit windows reset)
• Check source platform's status page for outages
• Refresh connector card
• If still stuck: connector card → Force sync OR contact support with integration name + workspace ID

2. Webhook events missed

Symptom: real-time event (new order, lead, etc.) doesn't appear in Wevion immediately, only after 15-min polling cycle.

Possible causes:

• Webhook subscription dropped on source side
• Webhook delivery failed (Wevion temporarily unreachable, retried by source then eventually dropped)
• Webhook signature mismatch (rejected by Wevion as untrusted)
• Webhook URL changed (re-install required)

Fix:

• Check source platform's webhook management UI:
  • Shopify: Settings → Notifications → Webhooks
  • WooCommerce: WooCommerce → Settings → Advanced → Webhooks
• Verify Wevion's webhook URL listed + Active
• Re-install / re-subscribe webhooks (each integration's docs)
• 15-min polling will catch missed events even without webhooks (just slower)

3. Conversion not attributed to ad campaign

Symptom: conversion appears in Wevion / source platform, but Wevion analytics doesn't credit any ad campaign.

Possible causes:

• click_id missing from URL (user landed directly, no UTM)
• click_id from before Wevion was set up (pre-tracking)
• Ad campaign attribution lag (Meta CAPI attribution can take 24-72h to settle)
• Wrong UTM template (custom format Wevion doesn't recognize)
• Tracker mapping missing (com-108 for tracker setup)

Fix:

• Check the order/lead's UTM parameters
• Wait 24-72h for late attribution
• Verify Campaign Creator uses Wevion's auto-generated UTM templates
• For tracker: configure mappings at /trackers/:configId/mappings

4. Field mapping wrong (data appears but in wrong field)

Symptom: a synced record is present but a field is empty — e.g. a Shopify product imported but description missing, or a tracker conversion imported but the campaign field blank.

Possible causes:

• Property mapping not configured for that field
• Custom property doesn't exist in source system yet
• Source schema changed (plugin update, custom field renamed)

Fix:

• Check /connect/{integration} → Property mapping
• Verify source-side custom property exists
• Update mapping if schema changed
• Re-sync / force a backfill from the connector card to repopulate existing records with the corrected mapping

5. Authentication failed mid-sync

Symptom: previously-working integration suddenly stops syncing with auth error.

Possible causes:

• Token expired (and refresh failed)
• User revoked Wevion in source system
• Source account suspended
• Source platform rotated their OAuth credentials (rare)

Fix:

• Connector card → Reconnect (most cases)
• See platform-specific reconnect: meta-107, gog-105, com-103
• If source account suspended: resolve on source first
• Reconnect → no data lost (existing data preserved)

6. Duplicate data

Symptom: same order/lead/conversion appears twice in Wevion.

Possible causes:

• Webhook + polling both delivering same event (usually deduplicated by ID, but bugs happen)
• Same source connected via multiple paths (e.g. Meta ad account via two different BMs)
• Customer signed up with same email through two different sources

Fix:

• For most cases: Wevion auto-deduplicates by ID/email. Verify duplicates aren't intentional (e.g. truly different customers)
• For ad accounts visible twice: disconnect one (see meta-103)
• Persistent duplicates: contact support with IDs

7. Currency mismatch with workspace

Symptom: source data in EUR but Wevion shows USD-converted values that don't match Stripe Customer Portal or source UI.

Possible causes:

• Source platform's native currency != workspace currency
• Daily FX rate timing differs from source's converter
• Cross-channel rollup uses workspace currency (auto-FX); per-source view uses native

Fix:

• Per-source reports use native currency (compare these to source UI for reconciliation)
• Cross-channel reports use workspace currency (by design for multi-source aggregation)
• Difference < 3% is normal FX timing
• Hard reconciliation: use source platform's reports as ground truth, Wevion's per-source for optimization

8. Missing recent data

Symptom: source platform shows events from last hour, Wevion shows only data from 30+ min ago.

Possible causes:

• 15-min sync cycle hasn't run yet
• Webhook missed (polling will catch up next cycle)
• Source-side processing lag (e.g. Meta attribution takes time)

Fix:

• Wait for next 15-min cycle
• Force-sync from connector card
• For attribution-bound metrics: 24-72h is normal lag (Meta/Google attribution rules)
• If > 1h missing recent and force-sync doesn't help: contact support

9. Webhook signature verification failed

Symptom: connector card or logs show "webhook signature invalid" repeatedly.

Possible causes:

• Webhook secret rotated on source but not updated in Wevion
• Wrong webhook URL (someone else's webhook hitting Wevion)
• Clock skew (some webhook validators use timestamps)

Fix:

• Re-install the integration to regenerate webhook secret pair
• Verify webhook URL in source matches Wevion's exactly
• Check server clock sync

10. Sync working but analytics dashboard empty

Symptom: connector shows green/healthy, recent sync timestamp, but Wevion dashboard shows no data.

Possible causes:

• Sync brought metadata but no transactional data (e.g. catalog synced, but no orders yet)
• Filter on dashboard (date range, platform, ad account) is restrictive
• Workspace currency or timezone settings recently changed (recompute pending)
• Cache issue

Fix:

• Verify there IS data in source platform within the dashboard's date range
• Reset filters on dashboard
• Hard refresh browser (Cmd+Shift+R)
• Wait one more 15-min cycle if config changed recently

When to contact support

Reach support@wevion.ai when:

• Issue not in this list
• Fix didn't work after 1-2 cycles
• Suspected Wevion bug (data corruption, persistent dedup failure, etc.)
• Need elevated rate limit or quota

Include:

• Workspace ID
• Integration name + config ID
• Approximate timestamp of issue
• Exact error message (copy-paste)

Response: 1-2 business days; priority on Pro/Enterprise.

Useful diagnostics

• /connect/{integration} → connector card → Last sync + Last error
• Audit log filter by action: {integration}_sync_failed (admin only — see team-113)
• SQS worker queues (admin only) — for verifying jobs are being processed
• Browser DevTools → Network tab → reproduce issue → check 4xx/5xx responses

FAQ

What should I do if a Wevion sync is stuck for more than 15 minutes?

If a connector shows the Syncing badge for hours, the cause is usually a source-platform rate limit, an API outage, a network issue, or a failed webhook awaiting the polling fallback. Wait up to an hour for rate-limit windows to reset, check the source's status page, refresh the connector card, then use Force sync or contact support.

Why isn't my conversion attributed to an ad campaign in Wevion?

A conversion may go unattributed when the click_id is missing (direct visit, no UTM), the click predates your tracking setup, a non-standard UTM template isn't recognized, or attribution is still settling — Meta CAPI can take 24-72 hours. Check the order's UTM parameters, wait for late attribution, and use Wevion's auto-generated UTM templates.

Why do Wevion's currency values differ from the source platform?

Wevion's cross-channel reports roll up into your workspace currency using a daily FX rate, so they can differ slightly from a source shown in its native currency. Per-source reports use native currency — compare those to the source UI for reconciliation. A difference under 3% is normal FX timing.

Why did a real-time event not appear in Wevion immediately?

Real-time events like new orders or leads normally arrive via webhook, but a dropped subscription, failed delivery, signature mismatch, or changed URL can delay them until the 15-minute polling cycle catches up. Verify Wevion's webhook URL is listed and Active in the source platform, then re-subscribe if needed — polling still catches missed events.

The Wevion connector is healthy but my dashboard is empty — why?

When a Wevion connector shows green with a recent sync but the dashboard is empty, the sync may have brought metadata without transactional data yet, a restrictive date, platform, or account filter may be applied, or a recent currency/timezone change is still recomputing. Confirm data exists in the source for the date range, reset filters, and hard-refresh.

Related articles

• All integrations — overview and use cases
• Shopify troubleshooting
• Read your audit log